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Everyone wants the hotel tech stack to be more guest-centric and hopes AI will help to deliver a more personalized experience. This future will be centered around the PMS as the hub for rooms-centric operations and the CRM/CDP for repeat-visit-oriented relationships with guests.A strong connection between these two systems is vital to have the CRM/CDP ingest the most information about guests so that ML has big and accurate data sets by which to recommend segments, retool rates, create suggested packages, A/B upselling offers and so on.But both of these systems are back-of-house.

There is really no difference between preparing data for Gen AI and for other tech tools: structured data must be normalised, deduplicated, and governed, while Gen AI is best applied to unstructured sources like reviews, transcripts, or free-text notes.

AI in hospitality cannot be reduced to a fixed list of use cases, because the technology and its applications evolve too quickly and vary too widely across companies. Each organisation runs on its own mix of operations, tech stacks, data flows, and structures, which means their AI opportunities will always be unique to their context and business challenges.

The age of the hotel brand is ending. For decades, franchises have scaled by selling sameness, consistency over individuality. AI breaks that logic. AI reshapes the vectors of discovery. Instead of guests defaulting to familiar logos or loyalty programs, intelligent systems surface the properties that best match a traveler's needs, preferences, and context.

This is part of a bigger question, I think. As a marketing guy, let me explain it through distribution, using Booking.com as the example. Booking spends billions on advertising, dominates search, builds the user experience that has become the industry template, and runs a multilingual customer service that often outperforms independent hotels.

Yes. It's not limited to franchises and is a pretty long standing clause in agreements. There largely because it was not as prominent a consideration back in the day from a data and technology perspective - harder to get data out of a peice of on premise technology that the owner paid for.

"Velocity analytics" and "Anomaly detection" sound like cutting-edge tech, but these are just fancy names for basic common sense: watching your booking pace and noticing when something's off. The bigger issue is our industry's obsession with historical forecasting.

This is one of the greatest opportunities the hotel industry has ever faced. Forecasting should no longer be treated as a static spreadsheet, it's more like a live stock market dashboard, where dozens of variables are in motion and projections shift by the hour.

As a seasoned Revenue and Profit Optimization professional I would like to reitarate (which I have already expressed in my book Hospitality 2.0 and other publications): travel demand has always been uncertain, and history never repeats itself.

The industry average of 5-10% of total revenue makes sense for budgeting purposes. What's more important is HOW you spend your budget. Comparing a hotel's marketing budget ratio to Expedia is apples to oranges; hotels are in the service sector whereas OTAs are tech businesses.

According to HotelMarketingWorks.com, most hotels allocate between 4-8% of their total revenue for marketing activities. New hotels: 10% of projected revenue Established properties: 4-6% of actual revenue Luxury hotels: Up to 8% of revenue Seasonal adjustments are also recommended as follows: High Season: Increase budget by 20-30% Shoulder Season: Maintain regular budget Low Season: Reduce budget by 20-30% or redirect to advance bookings

The question of what percentage of total revenue should hoteliers be spending on marketing should not be answered by comparing with OTA, but rather by looking at product lifecycle and corporate goals. By product lifecycle, we mean where the hotel is standing in terms of lifetime existence: launching stage, early growth, maturity, descaling or declining?

“Facing sustainability deprioritization?” I think the concern is justified since a large section of the hospitality sector has traditionally operated on a ‘compliance-first’ approach when it comes down to sustainability commitments.

The delay to the CSRD may offer temporary regulatory breathing space, but it highlights a deeper truth: sustainability in hospitality and tourism must not depend solely on government mandates. If our industry remains reactive, driven only by compliance, we risk falling environmentally, socially, and economically behind.

Indeed, there is a real risk that goals driven by political ambition, political agenda in the best sense of the word, may be deprioritised. I recently wrote a piece titled "Where Do We Stand Now?" to better understand the current state of play.

About 18 months ago, some people on LinkedIn touted that Conversational Interfaces would kill off websites. Current status? Tumbleweed. Visuals sell things, text supports. Websites enable owners to portray their brand and products/services as they see fit.

The rapid advancement of AI, especially agentic technologies, is fundamentally changing hotel distribution and guest engagement. Recent data shows that only about 25% of AI-generated hotel information now comes from hotel websites; the rest is sourced from OTAs, public databases, and proprietary data.

I don't believe AI will make hotel websites obsolete. If we learn anything from the past, every obstacle creates opportunity. Technology's direction isn't a single script; there are multiple paths and approaches. Where a problem needs to be solved, a tool will emerge to solve it.

What's always amazed me is the lack of real-time coordination between the hotel and dining teams in terms of already knowing guest preferences the moment they identify themselves at the restaurant host station. Precisely because there isn't typically quick coordination between these two silos, that leaves a ton of room for wow moments that technology can execute in an automated, scalable and real-time manner.

Seamless Data: The Truth About Why Your Organization Isn't There Yet In the dynamic landscape of hospitality, the growing momentum towards unified hotel technology and seamless data flow across departments and guest touchpoints is undeniable.

The idea of crafting experiences around a centralized, real-time guest profile represents more than a technical upgrade; it signals a paradigm shift. We are moving from an analog conception of hospitality to a computational one, where data no longer serves the experience but is the experience.